Taxi Controller/Dispatcher

Role Overview & Responsibilities

Job Description – Controller/Dispatcher

1. Job Title - Controller/Dispatcher
2. Reports To - Operations Manager
3. Manages - N/A
4. Budget Accountability - No
5. Level - Administrator
6. Location - Mount Vernon
7. Purpose

To ensure an efficient, cost effective and KPI compliant operation of the Mealing’s fleet of vehicles on a day-to-day basis.
Providing a first point of contact for customers, clients and other stakeholders via phone, email and text/app/web.
Ensure efficient planning of the fleet, maximising efficiencies.

8* . Main Areas of Responsibility *

• Bookings, dispatch and fleet management *

**

• Responsible for dealing with all telephone, email and online bookings
• Ensuring all bookings are fulfilled by drivers in a timely and accurate manner
• Ensuring KPIs are met, that drivers use the app correctly, and relevant spreadsheets/worksheets updated throughout the day – including any other information
• Being the operational contact for all day-to-day cash and account queries (e.g. hospital transport queries/quotes etc)
• Effectively booking and dispatching account and non-account work as and when received and inputting runs into dispatch system
• Liaising with key customer contacts as and when required
• Bespoke price setting, account set-up and client on-boarding
• Supporting Operations Manager in management of drivers and communication with drivers
• Supporting office administrator in driver absence management
• Liaising with key contacts at hospitals to ensure aborted jobs are documented and the correct process for timestamp completion is followed

_Operational/Compliance administration _
_ _ • Ensuring control procedures are compliant with enterprise-wide policies and procedures

• Dealing with Incidents, Safeguarding issues, complaints and other feedback where necessary
• Updating dispatch software where appropriate

Other

• Regularly attending weekly team, operations and compliance meetings as well as monthly management review meetings where necessary

9. Shared Areas of Responsibility

• Support Operations Manager in ensuring sufficient vehicle coverage for day-ahead bookings
• Provide hand-over to next controller to ensure seamless transition of responsibilities and tasks
• General ad hoc support to senior management as and when required

9. Accountability
a) All bookings, dispatch and general fleet management
b) Ongoing maintenance of operational administration

10. Knowledge & Skills

• Excellent oral and written communication skills
• Excellent administration skills and strong attention to detail
• Excellent organisational skills and ability to work under pressure
• Excellent customer-service and stakeholder management
• Ability to influence driver behaviour

11. Behaviours

- Resilient - Commercially savvy - Teamwork - Self motivator
- Organised - Thorough - Integrity - Personable

12. Qualifications & Experience

• Equivalent experience in a similar role
• Strong administration background
• Knowledge of logistic operations and/or patient transport preferred

Job Types: Full-time, Part-time

Salary: £18,000.00-£22,000.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay
• Work from home

Schedule:

• 10 hour shift
• Monday to Friday
• Night shift
• Weekend availability

COVID-19 considerations:
We are based on a Hospital site and are a CQC Registered company meaning we adhere to strict NHS Grade Infection Prevention Control Guidelines.

Experience:

• Dispatching: 1 year (required)

Work Location: Hybrid remote in Northwood HA6